You never know when you'll need us

Our busy lives revolve around our plastic cards, so losing your wallet or purse can be a traumatic experience. We hope you never need our service, but we know that if you do, you'll be glad you're covered. It happens to thousands of people every year. Plastic card fraud cost the UK more than £402 million in 2003.*

*Source: APACS 2004.

So you lose your wallet...now what do you do?

• All your cards, cash and travel tickets have gone!
• What will you do for money?
• How do you cancel and replace all your cards quickly?
• You holiday is ruined - how do you sort things out?

Card protection is much more than a cancellation service.

Moving house? We'll let your card issuers know
If you're moving house, you've enough to think about...
so just call us and we can inform your card issuers; that's one less thing for you to worry about!

• We let them know your new address
• We can confirm who we have contacted
• There's no charge for the costs involved

Going abroad? We're with you around the world
If you leave your briefcase behind, or your bag goes missing from the beach, it probably won't just be your notebook or suncream that goes with it...

Everything you need to get your travels back on track:

• Worldwide card protection around the clock - just tell us within 24 hours of discovering the loss
• Advance of up to £3,000 per policyholder to help pay hotel bills **#
• Cash advance of up to £3,000 per policyholder ***#
• Advance of up to £5,000 per policyholder for replacement travel tickets ***#
• Up to £200 each year to help you retrieve your lost luggage
• Up to £200 each year to help replace your passport or driving licence**
• up to £500 cover per year for lock and key replacement

# Loans made subject to status and repayable with 28 days.

*** If you're away from home when your card are lost or stolen.

Locked out? There's no need to panic
If you've ever lost your keys you'll know it comes with a whole extra set of worries...
How will you get in?
Will you be burgled?
Should you replace the locks?

Get your lost keys back - fast!

• Up to £500 per year to cover the cost of replacing locks and keys
• Key retrieval service - a coded key ring lets the finder of your lost keys return them to you through us
• One free key ring for every registered policyholder
• We cover the cost of returning your keys

Register your cards and receive your free key ring.

• Up to £1,000 cover against fraudulent use of your cards before you tell us. Up to £100,000 after notification
• 24 hour hotline for cancelling ALL your lost or stolen cards
• Replacement service for ALL your financial cards
• Valuable document registration and retrieval
• CIFAS Protective Registration - if you lose personal documents CIFAS can reduce the risk of a criminal fraudulently obtaining credit or other products and services in your name
• Up to £200 cash replacement each year for lost or stolen cash **
• Up to £100 cover each year for communication costs incurred when reporting lost or stolen cards
• Up to £200 cover each year to replace your handbag or wallet, £25 excess applies ***

** If you are abroad when your cards are lost or stolen.
*** If you're away from home when your cards are lost or stolen.

Household Cover
Your Egg Emergency Cover provides cover for up to 5 household members living at your address.

Here to help 24 hours a day, 365 days a year

Register your cards.
Losing your cards or having them stolen is stressful enough without having to remember exactly which cards you were carrying. If your cards are lost or stolen we can contact your card providers and order replacements swiftly.

One free call to cancel your cards and order replacements.
Lost and stolen - UK: 0808 100 22 55 (freephone)
Lost and stolen - Overseas: +44 1904 544 622 (reserve charges)
General enquiry & registration line: 0870 120 1251
email: enquries@cpp.co.uk
www.cpp.co.uk

You must report your card loss to EEC within 24 hours of discovery.

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Abroad - In a country other than England, Scotland, Wales or Northern Ireland.
Card - Your credit, charge, cash, cheque, debit, store and other cards as shown in the schedule or reported to us before or at the time you report a card loss.
Card loss - Loss by you or theft from you of a card during the period of insurance.
CIFAS - A not for profit association solely dedicated to the prevention of financial crime in the United Kingdom.
Claim - Any claim you make under this policy.
Commission - 5p a year
Communications costs - The cost of a phone call, fax or letter.
Cover - The benefits available to you under this policy.
CPP - Card Protection Plan Limited (registered number 1490503).
Fee - The difference between the premium, the commission and the total amount you must pay.
Home - The place where you live, which you have given us the address for, before making any claim.
Insurer - ACE European Group Limited (reg no 01112892) whose UK Head Office is at The ACE Building, 100 Leadenhall Street, London EC3A 3BP.
Issuer - The issuers of the cards.
Main policyholder - The person you have told us is responsible for this policy.
Pay card - The card from which the fee, the commission and the premium will be collected.
Period of insurance - The period of insurance starting on the start date. It includes any future periods for which you pay a renewal premium.
Personal belongings - Your handbags, wallets, purses, briefcases or the like in which you kept the cards at the time of their loss or theft.
Personal items - Any luggage that you own other than personal belongings.
Policy - These terms and conditions and the schedule, and any changes to either of these.
Premium - 50p a year or any other amount we agree with you from time to time.
Renewal date - The renewal date shown in the renewal letter which we send you or which we tell you about at any other time.
Schedule - Computer printouts of card numbers and personal details which we send you from time to time.
Start date - The start date shown in your welcome letter which we send you.
Unauthorised use - Use of the card by someone else other than you following card loss.
United Kingdom - England, Scotland, Wales and Northern Ireland.
We, us, our - Card Protection Plan Limited (registered number 1490503) acting as an agent for the insurer.
Year - A period of 12 months in a row.
You, your -The person or people whose names appear in the schedule.

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Your personal details
We will use the information you provide to:

• manage your Egg Emergency Cover;
• collect payments when due; and
• process any claim you make in connection with lost or stolen cards.

We will collect the payment from the card that the main policyholder has told us is the pay card. If you no longer want your policy to cover the pay card, we will collect your payments from any other card you have registered with us.

If you report a lost card to us, we will pass your name and address and the details of the card to the card issuer so that they can cancel it and provide a replacement. If you tell us that your address has changed, we will pass your new address details to your card issuers so that they can update their records. We may also ask your card issuers for details or changes in your address so that we can update our records.

We may ask your card issuers to tell us about changes in your address and other personal and financial details so we can update your policy records. This may include but is not limited to asking for updated or new card numbers or bank account details and for information about changes to any personal contact details (eg phone or fax or email addresses).

We may pass your personal information to our approved suppliers so that we can send correspondence to you. If you need a locksmith, your name and address will be disclosed to an approved subcontractor so that the required assistance can be provided.

If you report the loss of important documents, such as your passport or driving licence, we will, with your consent, pass your name and address and your date of birth onto CIFAS for the purposes of fraud prevention in the UK. This information will be made available to the members of CIFAS and participating fraud prevention agencies who may use and search these records to:

• help make decisions about credit and credit-related services requested in your name or the names of other members of your household;
• help make decisions on motor, household, credit, life and other insurance policies, and insurance claims for you and members of your household;
• trace debtors, recover debt, prevent fraud and to manage your accounts or insurance policies; or
• check your identity to prevent money laundering, unless you provide satisfactory proof of identification.

We and our approved suppliers may also use your personal information to contact you about goods and services that might interest you or invite you to take part in market research surveys. You may be contacted either by post, phone or e-mail for these purposes. If you would prefer this not to happen, please let us know when you call to register your cards, or call us at any time if you change your mind.

To avoid contacting you unnecessarily about products you may already have, we will compare your details with information on prospect files prepared by our business partners. When we do this we may need to tell your card issuers that you have a policy with us and disclose enough personal data to enable your card issuers to identify you on these files.

By taking out this policy you consent that for the better performance of this contract we may transfer your data outside the European Economic Area. If we do transfer your data outside the European Economic Area we will make appropriate checks to ensure your data is adequately protected.

You have a right to see all the information we hold about you. If you would like to see this information, please write to:

The Compliance Manager
Card Protection Plan Limited
Holgate Park
York
YO26 4GA

Please note that there will be a separate administration charge for this service.

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You have a contract with CPP separate from your contract with the insurer whereby CPP introduces you to the insurer and acts as intermediary in connection with the making of your contract contained in your policy. If you take up the policy you are obliged to pay CPP the fee in consideration of its introductory services. This means that you will have made contracts with both CPP and the insurer. The obligations of CPP under its contract with you are discharged by performance when you take up the policy at the expiry of the cooling off period.

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Policies are for a main policyholder and up to four other cardholders. All of these people must live at the same address and agree that we can release their details to the others insured under their policy.

We collect the payments from a card which the main policyholder has told us is the pay card. If you no longer want your policy to cover this card, we will collect payments from any other card you have registered with us.

We may communicate with any policyholder, and ask permission from them on behalf of all policyholders to:

• register cards and valuable documents onto a policy;
• report a lost card;
• make contact with the card issuers;
• provide permission for marketing purposes;
• process a claim

However, we need permission from the main policyholder to amend the main policyholder's personal details, report a change of address, change the payment details or to cancel the policy or change its term.

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We will provide one key ring for every registered policyholder.

Remember that you have a right to cancel your policy. If you decide to cancel within 14 days of your start date or renewal date, please call us on 0870 121 5070 and we will cancel your policy right away and refund the payment you have made.

Please note that if you choose to cancel your policy outside of the cooling off periods shown above, you will not be entitled to a refund.

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If at any time you want to tell us about a problem with your policy, please call us on 0870 121 5070. Or you can write to the Complaints Manager at:

Egg Emergency Cover
PO Box 353
York
YO24 4YS.

We will do our best to answer your query within five working days. If we have not replied to your complaint by then, we will send you an acknowledgement letter to keep you informed of progress.

If you are not happy with our reply, you can contact the insurer at:

ACE European Group Limited
Ashdown House
125 High Street
Crawley
West Sussex
RH10 1DQ.

If you are still not satisfied, you can take the matter to:

The Financial Ombudsman Service
Insurance Division
South Quay Plaza
183 Marsh Wall
London
E14 9SR.

Please note that the Ombudsman will not be able to help unless you have first taken your complaint to the insurer.

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If you need to make a claim on your policy, please call us any time on 0870 121 5070. We will then send you a claim form to fill in and return to us. All claims must be received within one year of the date of card loss. Please remember to include all the documents that we ask for, including original receipts (not copies) for any expenses claimed for. If you do not, we will not be able to process your claim until we have received them. If we have received all the documents that we need, we aim to process claims within 14 days.

If you are unhappy with a decision we have made you have the right to appeal. If you would like to appeal, please write to:

The Appeals Team
Card Protection Plan Limited
Holgate Park
York
YO26 4GA

Please note that when processing and settling claims and appeals, CPP does so as an agent for the insurer and not as agent for the policyholder. Accordingly, any amounts due to you in settlement of a claim is not deemed in law to have been paid out until received by you.

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We record all phone calls to us. We do this to:

• provide a record of the instructions we have received from you;
• allow us to monitor quality standards;
• help us with staff training; and
• meet legal and regulatory requirements.

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Please read this policy carefully. This policy sets out the cover that the insurer will provide in return for your premium during the period of insurance. It also sets out all the conditions, limits of liability and exclusions that apply to your cover. Your Egg Emergency Cover is provided by Card Protection Plan Limited (CPP) acting as agents for the insurer, ACE European Group Limited. The insurer pays CPP the commission in connection with your policy.

All premiums paid in respect of your policy are deemed in law to have been paid to the insurer when received by Card Protection Plan Limited.

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(a) You must meet all of the insurer's terms and conditions. This applies to terms and conditions set out here and any others which we change or add to this policy at a later date.

(b) You must provide us with full and accurate information in connection with your cover.

(c) You must follow your card issuer's instructions and meet all their terms and conditions when using their cards. We will not pay any claim where the card issuer tells us that you have not done this. The decision of your card issuer will be final.

(d) You must report lost or stolen cards to us within 24 hours of discovering the card loss.

(e) You must do all that you reasonably can to avoid making a claim and keep your claims as low as possible.

(f) You must provide all the documents we ask for, including original receipts (not copies) for any expenses claimed under this policy.

(g) You must be over the age of 18 years old and live in the United Kingdom or Jersey.

(h) You may not make a claim unless the premium and the fee have been paid.

2 We will not treat keys as irretrievably lost or stolen until five days after you have reported them missing. You can claim straightaway for costs you have had to pay but if someone finds your keys within this five-day period, you may not be covered unless you can show that the keys can be traced to your house, flat, office or property or vehicle or you can show that you cannot get copies from any duplicates you have.

A2: Exclusions
1 This policy does not cover your liability to a card issuer if:

• you use a card in a way which the issuer does not allow; or
• someone other than you who lives at your home uses the card without your permission.

2 Every effort will be made to provide you with emergency funds in line with the terms and conditions set out in sections B4, B8 and B9 of this policy. However, there may be times when it is not possible to arrange the transfer of funds to some countries or remote geographical locations due to events or conditions that are out of our control, which we cannot be held liable for.

3 Locks that were already damaged before keys were lost or stolen are not covered.

4 This policy does not cover keys or vehicle immobiliser or alarm handsets that were not attached to a key ring at the time of their loss or theft.

5 We will not cover keys lost or stolen from anyone other than you.

6 Expenses not supported by valid original receipts are not covered.

A3: Length of policy and premiums
1 This policy provides cover that begins on the start date and which continues for the period up to renewal date in return for the premium and the fee. We will renew the policy on the renewal date unless you contact us before that date and ask us not to.

2 The premium and fees may change from time to time but they will not change for this policy until the next renewal date.

3 You must pay all premiums and fees in advance.

A4: Cancelling this policy
1 We will cancel your policy automatically if we do not recieve your premium on the date it is due. However, we may reinstate your policy if you then pay it.

2 We will cancel your policy if you have at any time:
(a) given us false or incomplete information;
(b) agreed to help anyone try to take money from the insurer dishonestly; or
(c) failed to meet the terms and conditions of this policy or to act openly and honestly towards us or the insurer.

A5: Other insurance
If there is any other insurance which covers any of the benefits set out in this policy, you must tell us about this when you make a claim. We will not pay more than our share of any claim covered by other insurance.

A6: Dishonest claims
If you make a claim which is in any way dishonest, we will refuse to pay any benefit. If we pay benefit and later discover that your claim was dishonest, we will take steps to get the money back.

A7: Setting aside terms and conditions
If the insurer chooses to set aside a term or condition of this policy, this will not prevent us from relying on that term or condition in the future.

A8: Governing law
This policy is governed by and must be interpreted in line with English law. We, the insurer and you agree that any disputes may be settled only in the English courts.

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B1: If lose your card
1 We will pay any amounts (including interest) which you have to pay to a card issuer as a direct result of unauthorised use.
2 We will also cover any amount which you have to pay for a replacement card (but not for an emergency replacement).
3 When you report a card loss to us, we will contact the card issuer and ask them to cancel the card and provide a replacement.
4 We will regularly update the details set out in your schedule to make sure that card loss is reported to the correct issuer.

• We will not pay more than £50 of any claim where a card is kept by an Automated Telling Machine (ATM).
• We will not pay more than £5,000 of any claim relating to the period before you reported the card loss.
• We will not pay more than £100,000 of any claim relating to the period after you reported the card loss.

• We will not pay more than £500 for all claims under this section in each year.
• You must tell us about your need for transport at the time you report the keys lost or stolen (and we must agree to it).
• You may not hire a car with an engine size of more than 1600cc.

• We will not pay anything unless:

• We will not pay more than one claim per policyholder under this section each year.
• We will not pay the first £25 of each claim.
• You must provide original documentary evidence for the replacement items (for example, replacement receipts).

B4: Paying emergency hotel bills
We will pay your hotel bill up to £3,000 per claim if:
1 you lose your card and report the loss to us while you are abroad; and
2 you do not have any other way of paying the bill.

• You must ask us to pay the hotel bill when you ring us to report the card loss.
• You must agree to us contacting a registered credit reference agency to check your credit status before we pay the bill. If we are not satisfied with the result of that check, we may refuse to lend you any money.
• We will pay the hotel bill direct to the hotel. You must then repay the full amount of the hotel bill to us within 28 days.

B5: Replacement cash
We will pay the face value of any cash or banknotes which are lost or stolen at the same time as the card while you are abroad.

• We will not pay more than £200 for all claims under this section in each year.
• We will not pay anything unless:
  (a) you have reported the loss to the local police immediately; and
  (b) you have written evidence from the police of making a report. (If this evidence is not available, we must be satisfied that you reported the matter.)
• You must provide original documents to prove that you had the cash or banknotes immediately before the loss or theft.

B6: Passport and driving licence
If your passport or driving licence is lost or stolen while you are abroad, we will:
1 help you to arrange emergency replacements; and
2 pay any charges you have to pay for the issue of replacements while you are abroad.

• We will not pay anything unless the loss or theft of the passport or driving licence happens and is reported to us at the same time as the card loss.
• We will not pay more than £200 for claims under this section in each year.
• You must provide original documentary evidence to support your claim (for example receipts from a Consulate).

B7: Personal items
If your personal items are lost or stolen, we will:
1 pay phone or postage costs for anyone who finds them to return them to us; and
2 let you know where the items are; and
3 pay any costs you have to pay to get the items back to you.

• You must tell us beforehand about, and we must agree to, the method of getting the items back to you.
• We will not pay more than £200 for claims under this section in each year.
• You must provide original documentary evidence showing the costs you have incurred (for example, receipts).

• You must ask us for the emergency loan within 48 hours of the time when you ring us to report the card loss.
• You must agree to us contacting a registered credit reference agency to check your credit status before we provide the cash. If we are not satisfied with the result of that check, we may refuse to lend you any money.
• You must repay us in full within 28 days.

B9: Replacement travel tickets
We will lend you up to £5,000 to replace travel tickets so that you can return to the destination nearest to your home.
We will do this if:
1 your travel tickets have been lost or stolen from somewhere other than your home at the same time as the card; and
2 you apply for replacement travel tickets at the time you phone us to report the card loss.

• If we have to buy replacement tickets for you, we will treat this as an emergency cash loan in line with the terms and conditions set out under section B8 of this policy.

B10: Communication costs
We will pay any communication costs that you have to pay when you report a card loss to us, the Police and to any other insurer.

• We will not pay more than £100 for all claims under this section in each year.
• You must provide original documentary evidence to support your claim (for example, telephone bills or receipts).

B11: Protective registration
If you lose personal documents at the same time as the card, we will register your personal details with CIFAS to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services.

CPP is a registered trademark of CPP Group Plc ® 2005. Card Protection Plan Limited. Registered Office: Holgate Park, York YO26 4GA. Registered in England number: 1490503. Authorised and regulated by the Financial Services Authority. CTCPS/V1.0 12/04.
Egg Banking plc of Pride Park Derby DE99 3GG (is a bank authorised and regulated by the Financial Services Authority (FSA) and entered in the FSA register under number 205621.

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